John Frenaye recounts two experiences in which he faced difficulties dealing with hard-to-please clients. Through "tough love" negotiations, both problems were resolved peacefully. "Thankfully, these clients are few and far between, but boy, when they strike, they can wreak havoc on a trip. Not only do you run the risk of making everyone else's experience less-than-perfect, but you also run the risk of having others jump on the bandwagon if you cave into their demands," Frenaye writes.

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